「不懂英文，消費成冤大頭？」達人傳授3招最有效消費者【抱怨】技巧，讓你每一分錢花得值得！（下）

實用對話　狀況劇二　買了電話，結果不到一週就壞了

（Return an unsatisfactory product.）

A : Good afternoon ! How can I help you?

午安，請問有什麼能幫忙的嗎?

B : Sorry to bother you, but the telephone I purchased last week is not functioning.
When I asked for a replacement, the clerk rejected the idea. He said the only
option is to repair this one, and that I will have to wait one week. This is
unacceptable. How am I supposed to make calls without telephone?

不好意思打擾了，我上週買了一支電話結果現在故障了，當我向店員要求更換新的電話卻被拒絕，他說修理是唯一方案而且還要等上一周，我實在無法接受，這幾天我要怎麼接聽電話?

A : I am sorry to hear that. Would you mind giving me your order number?

很抱歉聽到這消息，可以告訴我您的購買編號嗎?

B : It is AB000123.

編號是 AB000123

A : Thanks you. I have looked at your order and I apologize for the inconvenience
that this has caused you. Do you want a full refund or a replacement?
€ֳ謝謝，我查了您的訂單，造成您的不便，我向您致歉。請問您要退款還是要換貨?

B : I will take the replacement, since I need to use telephone for work.

 我選換貨好了，因為我需要電話工作

A : There you go. Here is your replacement and receipt.

沒問題，這是您的更換品及收據

B : Thank you for your help.

謝謝您的幫忙

A : You’re welcome. Have a great day.

不客氣，祝您有個美好一天

實用對話　狀況劇三　失望的餐廳服務Bad service at restaurant.

A：餐廳經理　B：客人

A : Hello Sir! How may I help you?

 先生您好，有什麼可以為您服務嗎?

B : I need to complain about something.

我想要抱怨某件事

B : I just ordered a steak and the chowder soup. When the food arrived, I found out that they were cold. I talked to a waitress and she said she would handle it. But then she never returned. I just sat there like a fool. Can I get refund? I am quite appointed with the food.

 我剛才點了牛排和蛤蜊濃湯，當餐點送來時竟然都是冷的。我向一位女服務生反應時她說會處理，不過她再也沒出現，我一個人坐在那跟傻瓜一樣。我可以退費嗎? 因為我對這裡的食物和服務感到非常失望。

A : I am so sorry to hear that. It shouldn’t have happened. I will get your money back. Here is your refund. Again, I apologize for that.

很遺憾聽到這件事，這不應該發生，我會退錢給你，請收下，並且再次向您致歉

B : Thanks.

謝謝

表達抱怨的例句

1. I am sorry to say this, but I really don’t like your service. The clerk was so rude!

很遺憾，但是我真的不喜歡你們的服務，那位店員實在很沒禮貌

2. Sorry to bother you, but I bought these sweaters yesterday and they all have holes in them.I would like to get a refund. €

抱歉，打擾一下，我昨天買了這些毛衣發現他們有破洞，我想要退款
3. Would you mind lowering your volume? It is too loud and I can’t concentrate on my
studying. €

你可以把音量降低嗎？你的聲音太吵我沒辦法專心學習
4. There seems to be a problem with the room service bill. I was billed for two bottles of
wine and I only ordered one. Could you double check the charges on my account?

我的客房服務帳單似乎有問題，我只點一瓶酒卻被收兩瓶的錢，可以幫我再次確認帳單上的金額嗎？

5. I am not satisfied with the wine. It tastes terrible.

我對這次的酒不滿意，喝起來很糟糕。

小提示

Sometimes you file a complaint, but it does not work, or the staff you are talking to
can’t help you. You can use the following sentences.

有時候你提出抱怨時，效果可能不如預期或該店員幫不上忙，你想找其它管道處理你的抱怨與不滿，這時你可以說：

1.Can I speak to your supervisor/manager?

可以找你們主管/經理嗎？

2. Is there someone else I could speak to about this matter?

有沒有其他可以處理這件事的人？

掌握對方處理抱怨的反應

1. Apologizing 致歉

I am sorry to hear that.    很遺憾聽到€這件事
I apologize for the problem/inconvenience.  造成你的問題，我感到致歉
We regret the inconvenience we have caused you.　造成你的不便，我們感到遺憾
We will compensate your loss if we were responsible for it. €　如果是我們的責任，我們會賠償你的損失

2. Ask for specifics€　詢問事發原因
Please let us know your concern.€　請告訴我您擔心的是
Please tell me what just happened. €　請告訴我發生什麼事
Please let me know what the problem is.€　請告訴我什麼問題
3. Take action€　解決問題
I will send someone to take care of it.€　我將請人去協助
We will give you refund. €我們將退款給您
We can upgrade your room as compensation.我們升級您的房間做為補償
I will figure it out and get back to you soon.€我會想想辦法然後盡快回覆您
4. Follow up　追蹤€
Did everything work out okay? €　問題解決了嗎？
Did you get what you needed/wanted?　你有得到所提的需求了嗎？
If there is anything we can do, please let us know.　如果有我們可以幫忙的，請讓我們知道